Company Description TerraBridge AI is a technology and content services provider focused on the publishing industry, delivering AI-powered solutions to academic publishers, societies, and businesses. The company offers end-to-end support for journal and book production, peer review workflows, editorial services, and digital content transformation, creating a unified platform for contemporary scholarly communication. Its services span peer review management, editorial support, graphics and illustration, project management, accessibility compliance, and data/digital conversion.

TerraBridge AI serves over 120 publishing clients, achieving faster turnaround times, high error detection rates using AI, and strong compliance with accessibility and metadata standards. The organization empowers publishers and research institutions to improve content quality, visibility, and operational efficiency in a digital, data-driven environment.

Role Description This full-time remote Customer Success Associate role focuses on supporting publishing clients who use TerraBridge AI’s technology and services. The associate will manage day-to-day customer interactions, respond to inquiries, and provide guidance on workflows related to peer review, editorial services, accessibility, and digital content solutions.

Responsibilities include onboarding new clients,



monitoring usage and performance metrics, identifying opportunities to improve customer satisfaction and retention, and coordinating with internal teams to resolve issues promptly. The role also involves gathering feedback, documenting best practices, and contributing to process improvements that enhance the customer experience and overall service efficiency.

Qualifications

- Demonstrated skills in Customer Engagement and Customer Support to manage inquiries and build strong client relationships.
- Experience driving Customer Satisfaction and Customer Retention through proactive communication and issue resolution.
- Strong Analytical Skills to interpret customer data, track performance metrics, and identify trends and improvement areas.
- Excellent written and verbal communication skills, with the ability to explain technical concepts in clear, accessible language.
- Ability to work independently in a remote environment, prioritize tasks, and manage multiple client accounts simultaneously.
- Familiarity with SaaS platforms, AI-driven tools, or publishing workflows (peer review, editorial, or accessibility) is an advantage.
- Bachelor’s degree in a relevant field such as Communications, Business, Publishing, or Information Science, or equivalent practical experience.

📌 Customer Success Associate (India)
🏢 TerraBridge AI
📍 India